Building A World Class Service Organization (Assessment Tool)
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A01=Jochen Wirtz
Author_Jochen Wirtz
Category=KJMB
Complaint Handling
Consumer Behavior
Customer Relationships
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Managing Relationship and Building Loyalty
Marketing
Positioning Services
Service Advantage
Service Environment
Service Excellence
Service Leadership
Service Process
Service Quality and Productivity
Service Recovery
Services Marketing
Product details
- ISBN 9781944659455
- Publication Date: 31 Dec 2017
- Publisher: World Scientific Publishing Co Inc (USA)
- Publication City/Country: US
- Product Form: Paperback
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Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This volume provides a summary of how a world-class service organization looks like as well as an assessment tool to evaluate the organization within each of the three functional areas of marketing, operations, and human resources.
